customers and their expectations the mn/dot maintenance perspective by mark wikelius mqa peer...
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Customers and Their Customers and Their ExpectationsExpectations
The Mn/DOT Maintenance PerspectiveThe Mn/DOT Maintenance Perspective
By Mark WikeliusBy Mark Wikelius
MQA Peer Exchange, October 12MQA Peer Exchange, October 12thth, 2004, 2004
OverviewOverview•Maintenance management modelMaintenance management model
•Market researchMarket research
•Targets/performance measuresTargets/performance measures
Maintenance Business Maintenance Business PlanningPlanning
Measuring quality from the Measuring quality from the
customers viewpointcustomers viewpoint
Decisions supported by dataDecisions supported by data
Business View of theBusiness View of theMaintenance FunctionMaintenance Function
Customers
Maintenance Function
Mission
Products&
Services
OperationsResource Allocation
Expense
Funding
NetValue
Specific ProductOr
Service
Result
&Consumption
Measurement:
How well have customerneeds been met?
Measurement:
How much funding (expense)was consumed to provide
the product or service?
Measurement:
How well areproducts or servicesbeing delivered?
Measurement:
Has the product or service been developed and produced in the best possible way?
Measurement:
What are customer'sexpectations?
Maintenance Maintenance Products and ServiceProducts and Service
• Clear roadways• Smooth pavements• Available bridges• Attractive roadsides• Safety features• Highway permit/regulations• Motorist services
Market Research - 1994Market Research - 1994
• Qualitative researchQualitative research• Test our hypothesis of customer based Test our hypothesis of customer based
productsproducts• Quantitative researchQuantitative research• Rank products and services by importanceRank products and services by importance• Rate current level of performanceRate current level of performance• Determine trade-offs between products andDetermine trade-offs between products and
servicesservices
Market Research - 1996Market Research - 1996
• Re-check with the customerRe-check with the customer– importance, performance, importance, performance,
trade-offstrade-offs• Seasonal impact - Seasonal impact -
summer/wintersummer/winter• Customer opinions of roadside Customer opinions of roadside
maintenance changesmaintenance changes
Market Research - 2000Market Research - 2000
• Current customer expectationsCurrent customer expectations– ImportanceImportance– PerformancePerformance
• Compare expectations & Compare expectations & perceptions with 1994, 1996 resultsperceptions with 1994, 1996 results
8.2 8.1 8.27.3 7.0 7.1
-0.9 -1.1 -1.1-2
0
2
4
6
8
10
1994 1996 2000
Importance
Performance
Gap
Importance and PerformanceImportance and Performance
9.5 9.3 9.2 9.1 9.1 8.7 8.6 8.4 8.2 8.2 8.0 7.9 7.9 7.9
5.9 5.6
0
2
4
6
8
10
Sto
p li
ghts
vis
ible
Roads c
lear
of ic
e/s
now
Hig
hw
ay s
igns r
ead
able
Roads c
lear
of debris
Road s
trip
es
vis
ible
Road s
urf
aces
sm
ooth
Guard
rails
work
ing
Lig
htin
g w
ork
s
Roads in
sim
ilar
conditi
on
Shoul
ders
good
Bridge
lanes o
pen
Rest are
as c
lean
Curr
ent i
nfo
. -
hig
hways
Litt
er
rem
oved
Pla
nts
look
good
Wee
ds e
limin
ate
d
2000 Importance Ratings Safety Issues Driving/Roadway Conditions Roadside Environment
8.4 8.1 8.0 7.8 7.38.1 8.1
7.5 7.46.7 6.5
7.7 7.2 7.2 6.8 6.8
0
2
4
6
8
10
Sto
p lig
hts
visi
ble
Hig
hway
sig
ns r
eada
ble
Roa
ds c
lear
of i
ce/s
now
Roa
ds c
lear
of d
ebris
Roa
d st
ripes
vis
ible
Gua
rdra
ils w
orki
ng
Ligh
ting
wor
ks
Brid
ge la
nes
open
Sho
ulde
rs g
ood
Roa
ds in
sim
ilar
cond
ition
Roa
d su
rfac
es s
moo
th
Res
t are
as c
lean
Cur
rent
info
. - h
ighw
ays
Litte
r re
mov
ed
Pla
nts
look
goo
d
Wee
ds e
limin
ated
2000 Performance Ratings Safety Issues Driving/Roadway Conditions Roadside Environment
OmnibusOmnibus• Since mid-80’s
– Economical, – Fairly quick– Multi-topic
• 800 statewide, representative and random phone interviews
• Balanced to Metro and GM
Maintenance Variables Measured Since ‘94
• Road maintenance• Clearing roads of snow and ice• Keeping road surfaces smooth and comfortable • Eliminating weeds • Making highway signs clearly readable • Making road stripes and markings clearly visible• Removing litter and trash• Keeping the plants, grasses and flowers looking
good
Maintenance Trending Data (Statewide)
Overall 7.3
Clear Roads (I&S)
7.6
Surface Smooth
6.7
Weeds Roadsides
7.1
Signage 8.3
Striping 7.5
Litter Removal
7.6
Plants & Flowers
7.2
6.4
7.4
6.4
6.6
8.1
7.4
6.9
6.7
6.3
7.8
6.3
6.7
8.0
7.2
6.9
6.8
6.3
7.4
6.2
6.7
8.0
7.2
6.9
6.7
7.1
8.0
6.5
6.8
8.1
7.3
7.2
6.8
7.0
7.6
6.6
6.8
8.2
7.7
7.3
6.8
1999 Snow and Ice Market 1999 Snow and Ice Market ResearchResearch
•Focus groupsFocus groups
• Level of serviceLevel of service
• Acceptable/ ExpectedAcceptable/ Expected
Methodology• Licensed drivers 16 years +• Had to drive in the winter in
Minnesota• Saw videotapes of various winter
driving road conditions - 2 Lane - 4 Lane divided - Interstate (Metro only)
2-Lane Road2-Lane RoadGreater MinnesotaGreater Minnesota
VERY / SOMEWHATACCEPTABLE
Leave for work 6 a.m. - 3 hours
after snowfall ended
Leave for work between7 and 9 a.m. - 4 to 6 hours
after snowfall ended
9 hours after snowfall
ended
13-15 hours after snowfall
ended
Snow covered/compacted 32% 26% 19% 15%
One intermittent wheel path 54% 42% 31% 27%
Two intermittent wheel paths 62% 54% 44% 41%
Two lanes (centerline covered,no edge lines showing)
89% 94% 85% 80%
Two lanes (centerline covered,edge lines showing)
69% 74% 58% 49%
Fully bare 96% 99% 97% 96%
2-Lane Road Metro2-Lane Road Metro
4-Lane Divided4-Lane DividedGreater MinnesotaGreater Minnesota
4-Lane Divided Metro4-Lane Divided Metro
Bare Lane DefinitionBare Lane Definition
• All driving lanes are free of snow and All driving lanes are free of snow and ice between the outer edges of the ice between the outer edges of the wheel paths and have less than 1 wheel paths and have less than 1 inch of accumulation on center of the inch of accumulation on center of the roadway. roadway.
• This is the condition at which most This is the condition at which most drivers feel safe and comfortable drivers feel safe and comfortable when driving at posted speeds.when driving at posted speeds.
BARE LANE INDICATOR GUIDELINES
Classification AADT Target Regain Time Bare Lane Description
Super Commuter Urban Commuter Rural Commuter Primary Secondary
Over 30,000
10,000 – 30,000
2,000 – 10,000
800 – 2,000
Under 800
hrs. 1-3 hrs.
2-5 hrs.
4-9 hrs.
6-12 hrs.
9-36 hrs
Bare Lanes are defined the same for all classifications as follows: All driving lanes are free of snow and ice between the outer edges of the wheel paths and have less than 1 inch of accumulation on the center of the roadway (See Figure 1, 5-791.310, Bare Lanes – Indicator Value). This is the condition at which most drivers feel safe and comfortable when driving at posted speeds. The Bare Lane Regained date and time should be logged when this condition is obtained.
Classification AADT Target Regain Time Bare Lane Description
Super Commuter Urban Commuter Rural Commuter Primary Secondary
Over 30,000
10,000 – 30,000
2,000 – 10,000
800 – 2,000
Under 800
hrs. 1-3 hrs.
2-5 hrs.
4-9 hrs.
6-12 hrs.
9-36 hrs
Bare Lanes are defined the same for all classifications as follows: All driving lanes are free of snow and ice between the outer edges of the wheel paths and have less than 1 inch of accumulation on the center of the roadway (See Figure 1, 5-791.310, Bare Lanes – Indicator Value). This is the condition at which most drivers feel safe and comfortable when driving at posted speeds. The Bare Lane Regained date and time should be logged when this condition is obtained.
Statewide
Notes: See Executive Summary
Statewide Compare
Notes: See District Summaries
Thank YouThank You